Manager, Telemedicine Operations New

Carrot is the leading global fertility and family care platform, built on intelligent care orchestration: the right clinical guidance, at the right moment, in the context of each member’s life. More than a thousand multinational employers, health plans, and health systems trust Carrot to support millions of members across 195 countries – from pre-pregnancy through menopause and major life moments in between.

Carrot's comprehensive clinical program delivers industry-leading cost savings for plan sponsors and award-winning experiences and improved outcomes for millions of people worldwide.
Carrot is widely regarded as a defining force in healthcare innovation as a recipient of several top-tier awards, including Fast Company's 'Most Innovative Companies' and CNBC's '100 Barrier Breaking Startups'. The company is regularly cited by leading global outlets — including The Economist, Bloomberg, The Wall Street Journal, NPR, ABC News, and Harvard Business Review — as a leading voice on digital health, the future of work, and family health.

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This role leads Carrot's telemedicine nursing team and runs the day-to-day operations of our telemedicine clinic. You will directly manage a team of registered nurses, owning hiring, onboarding, coaching, performance management, and professional development, and you will be accountable for the team's coverage, workload, and day-to-day success. This is a working manager role, not a purely supervisory one.

Alongside managing the team, you will own clinical operations inside the EMR, provider schedule coordination, workflow management, quality processes, provider-facing documentation, and the reporting that gives leadership visibility into how the clinic is running. The role sits at the intersection of healthcare operations and clinical practice, working closely with clinical staff and translating operational needs into clinically sound practice as the telemedicine service scales.

In this role, you will:

Directly manage a team of registered nurses and other clinical staff, including hiring, onboarding, coaching, performance management, and professional development, with regular 1:1s and clear expectations.

Own scheduling, coverage, and workflow management for the telemedicine clinic, resolving bottlenecks that affect the patient or provider experience.

Serve as the operational owner of Carrot's EMR, including configuration and upkeep of clinical content (programs, clinical forms, and related settings) in partnership with clinical leadership.

Own the clinical operations queues and surrounding workflows, including chat operations, coverage assignment, labs, and faxing, with timely follow-through and defined escalation paths.

Manage the relationship with Carrot's external provider staffing vendor: coverage forecasting, provider scheduling, onboarding logistics, and accountability to coverage, documentation, and responsiveness expectations.

Serve as the operational point person for the telemedicine platform and related clinical tools, coordinating with IT and Product on issues, enhancements, and day-to-day vendor management.

Support the development, organization, and version control of clinical protocols, SOPs, and policies, and own the provider Playbook and job aids.

Support quality assurance for the program, including monitoring, chart and documentation review, follow-up on quality concerns, and tracking of quality metrics.

Track and report on operational KPIs such as visit volume, wait times, no-show rates, and SLA compliance, giving leadership regular visibility into operational health and emerging trends.

In your first 12–18 months, you will have:

Built and retained a fully staffed, high-performing nursing team with a clear coverage model and consistent performance management in place.

Established reliable day-to-day clinic operations, with scheduling, queues, and escalation paths running smoothly and predictably.

Taken full operational ownership of the EMR, with clinical content current, version-controlled, and trusted by clinical and provider staff.

Stood up a regular KPI reporting cadence covering visit…